Email Communication Training

Leveraging AI for Customer Churn Reduction

The Microlearning

The Interface

The Response

Audience

In this fictional scenario.

General training for customer-facing individuals in Supply, SaaS and Manufacturing.

Responsibilities

Analysis of overarching performance problems. Customer Churn is increasing.
Identification of client complaints that the communication that they were receiving was “cold, impersonal and “uncaring”.
Recommending to the client a email training microlearning that could be implemented quickly to start the training process and allow a test-bed for employees to practice in a safe environment.
Development of AI leveraged training microlesson.
Development of a Project Charter and a budget.
Prototyping, testing, and producing of materials.
Implementation of materials and microlearning .
Evaluation and reporting on the success of the project to the client by measuring customer churn rate in the following months.
Follow up and suggestions for further initiatives that will support business goals such as live group follow up training and online resources where members can share success and discuss what works.

Tools Used

Articulate Storyline
Chat GPT 3.5
Adobe XD
Adobe Illustrator
Adobe Photoshop
Javascript / xAPI
Midjourney(AI image generation)

The Story

In the bustling realm of cross-cultural communication, every interaction is a delicate dance of understanding, nuance, and implication. Having navigated the intricate layers of communication in diverse settings for years, I’ve witnessed firsthand the profound impact that language can have on relationships, particularly in the business world.

Based in the vibrant mosaic of Toronto, Canada, I’ve been immersed in one of the world’s most multicultural environments. Through my experiences, especially while engaging with business and MBA circles at the university level, I’ve realized that effective communication transcends mere structural correctness; it hinges on deciphering the implied meanings and cultural sensitivities embedded within messages.

I have seen countless examples of people encountering hurdles—moments where they inadvertently offend others. This became a stumbling block to their career advancement. It was in this landscape of challenges that I decided to leverage AI to hone communication skills?

Thank you to Devlin Peck, whose video on this topic catalyzed this journey. His video on the subject prompted me to explore the potential of integrating AI, specifically ChatGPT 3.5, into instructional frameworks can be viewed here. Linking Large Language Modules (LLMs) to a Storyline structure emerged as a promising solution which offers learners near-immediate feedback on tasks, such as crafting email responses—a skill crucial in sales and customer service.

The micro learning module I developed focuses on refining email communication to mitigate the risk of offending clients, thus reducing customer churn rates. By utilizing Storyline variables and JavaScript/xAPI to interface with the LLM, learners engage in feedback-driven scenarios.

Prompt engineering emerged as a vital skill, ensuring that the input fed to the AI yielded meaningful outputs.

In the development phase, meticulous attention to Storyline’s structure proved paramount. Clear delineation of variables and actions ensured seamless interactivity, while a structured approach minimized rework.

Here’s a glimpse into the framework:

Variables played a pivotal role, necessitating thoughtful consideration of their actions. Given the nonlinear nature of learner interaction, actions were discreet, resetting upon slide exit to maintain coherence.

This micro learning module offers a transformative approach to honing email communication skills. I invite you to experience it firsthand and explore its potential applications in your context.

Should you wish to delve deeper or discuss potential collaborations, feel free to connect with me on LinkedIn Messenger. I eagerly anticipate our conversation.

Try it yourself, and let’s embark on this journey of enhanced communication together.

(416) 835-2034
duffwarrenconsulting@gmail.com